Automated Customer Support

Sorting the noise from your actual orders

Your inbox should not be a source of dread every Monday morning. Most of our retail clients in the Cambridge area start with us because they find themselves staring at 87 or more unread messages by 10:00 AM. We build a system that reads every incoming message as it arrives. It identifies the intent—whether it is a simple return request or a complex shipping enquiry—and applies one of 14 specific tags. This means you can see exactly which emails need a human eye and which ones can wait. Honestly, we have seen this reduce the time spent on sorting messages from 3 hours a day down to about 22 minutes for a typical small back-office team.

The draft-first approach

We do not let the bot send replies on its own without you knowing. That is how mistakes happen and how you lose customers. Instead, the software drafts a response based on your previous 6 months of successful customer interactions. The draft sits in your "Pending" folder. You or your staff just need to give it a quick 5-second glance, hit send, and move on. One client, a family-run hardware firm with 9 staff, managed to clear a backlog of 156 tickets in just under two days using this method in November 2024. Simple bots for boring tasks should make your life easier, not more complicated.

Specific results for UK retail

In our experience with 47 local businesses, the biggest win isn't just speed; it is consistency. We set up the rules so the bot knows your specific return policy for items over £50 or how you handle international shipping to the EU. By the way, we usually find that about 31% of customer queries are the exact same three questions asked different ways. Automating these saves roughly 12.5 hours of manual typing per week. TTM Bot started in 2018 to solve this exact problem for small firms that cannot afford a massive call centre but need to stay professional during busy seasons.

How we get you started

We don't do long-winded consultations that lead nowhere. We start with a technical review of your current email flow which takes about 3.2 hours. From there, we build the initial sorting logic over 11 business days. You get to test it in a private environment so nothing touches a real customer until you are happy with the tone. Most projects are fully live within 24 days of the first kick-off meeting. We are not the cheapest option in Cambridgeshire, but we build tech that actually does its job and stays working long after the setup is done.

Ongoing reliability and support

Once the system is live, we don't just disappear. We monitor the accuracy of the drafts for the first 60 days. If the bot misreads a tag more than 3% of the time, we jump in and tweak the logic at no extra cost. Our office is open Mon–Fri 09:00–17:30 (closed for lunch 13:00–14:00), and we usually respond to support requests within 4 hours during those times. We will say no if we think your setup is too complex for simple automation—we only take on projects where we are certain the tech will actually deliver a return on your time within the first quarter.